Workforce Management & Productivity Specialist

Job description

What you do

 

·  Reporting to the Data Team Manager and working closely with all Head of Departments and Managers. The WFM & PS is responsible for ensuring that the workforce is efficiently scheduled and deployed to meet the demands of our business. The WFM is also responsible for analysing the forecast workforce requirements, create schedules, and implement strategies to optimize productivity and service level.

 

Key responsibilities include

 

Planning/Scheduling:

·  Create and maintain employee schedules that align with forecasted demand and operational requirements;
·  Manage and monitor shift changes, meeting/training events, time-off requests, and employee availability to minimize disruptions;

Forecasting:

·  Analyse historical data, trends, and business forecasts to predict future staffing requirements;
·  Develop short-term and long-term staffing plans to ensure optimal coverage and performance;
·  Collaborate with department leaders to adjust forecasts based on upcoming projects or changes in business conditions;

Reporting & Performance Analysis:

·  Generate and present regular reports on workforce performance and provides reports and feedback Team Leaders and Head of Contact Centre;
·  Track and analyse key performance indicators (KPIs) related to workforce productivity, efficiency, and service levels;
·  Identify trends and provide insights to optimize workforce management strategies;
·  Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction;
·  Provides analytical support for special projects;
·  Create and maintain dashboards, reports, and visualizations to present data findings to stakeholders
·  Utilize data analysis tools and software such as SQL, Excel, R, Python, and data visualization tools like Tableau or Power BI;

Collaboration and Communication:

·  Communicate with management and operations team to ensure compliance with company standards;
·  Collaborate with Operations department management on identifying opportunities to further optimize the workforce;
·  Communicates and works with staff members, management, Human Resources, and Accounting;

 

What you bring

 

·  Experience in workforce management, scheduling, or related roles.
·  Prior experience in a customer service, call center, or operations environment is preferred.
·  Experience with WFM software/tools, database management and data analysis tools.
·  Proficiency in Microsoft Office Tools (Excel, Word, PowerPoint), with advanced Excel skills is required.
·  Analytical Skills: Ability to analyze data, forecast trends, interpret complex data, generate reports and make informed decisions.
·  Communication: Excellent verbal and written communication skills for interacting with team members, management, and stakeholders.
·  Problem-Solving: Strong problem-solving skills to address and resolve scheduling and workforce issues.
·  Attention to Detail: High level of accuracy in managing schedules and analyzing data.
·  Time Management: Effective time management skills to handle multiple tasks and meet deadlines.
·  Adaptability: Ability to adapt to changing demands and adjust schedules or strategies accordingly.
·  Customer Focus: A strong focus on improving service levels and optimizing workforce performance.
·  Certification in Workforce Management or related areas can be an advantage.
·  Ability to work in a fast-paced environment with changing priorities.
·  Flexibility to work non-standard hours if needed.

 

What we offer

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

 

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

 
63778 | Finance & Accounting | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.